Automation in the Hotel Industry: Trends and Opportunities

We are living in a world where technology has become an integral part of all of professional and personal activities. Fuelled by technology and the immense power of the Internet of Things (IoT), consumer expectations are growing. In hospitality industry, where customer expectations for a positive experience run particularly high, technology may just provide the means for overcoming this challenge. And, deploying solutions that deliver personalized, efficient and unique customer service has become the key to attracting and retaining guests.

Hotels have been embracing automation to improve their operations and revolutionize the guest experience. From room reservation and front desk operation to room services and billing, technology plays a key role in ensuring seamless customer service.And; automation can convert inefficient, independent and disconnected processes into integrated, automated and simplified workflows. Automation increases efficiency by streamlining tasks and improving overall quality and reliability. It also ensures a seamless and efficient end-to-end stay experience for the customer.

Today, there is a preference for technology over human interaction for mundane tasks. Automated check-in at hotels for example is much faster than standing in line to be checked in by front desk staff. Hotels are therefore increasingly investing in necessary technology to enable guest to remotely check-in and check-out at their convenience. Online booking management is a feature of automation which enables the guests to book their room according to their own convenience. Automation eliminates the need for any human interface and bookings and cancelations can be performed anytime of the day. Guests can also check in to or out of the hotel using their mobile devices or an on-site kiosk, allowing them to skip the line at the front desk.

Robotics is another feature of automation technology that is increasingly being adopted by the hotel industry. From concierge services to housekeeping services, robots are increasingly being deployed to perform repetitive tasks with equal efficiency if not better than human employees. An in-room automation system is equipped with occupancy sensors which can detect when the guest has entered the room and activate the lights and temperature control. Alternately, lights and temperature can be controlled by having the guest insert their room key into a reader near the door. Automation can also help reduce costs and increase revenue in various areas of a hotel.

The pace at which technology is evolving opens a huge window of opportunity for automation in the hotel industry. The internet of things (IoT) is one exciting development for the industry and infact some aspect of it is already present in today’s automation technology. Robotics is another exciting opportunity that can significantly redefine the industry in the years to come.

As recent technologies mature and new technologies evolve, the opportunity for the hotel industry to redefine its services and offerings will multiply. Technologies such as the Cloud computing, virtual reality, artificial intelligence, machine learning, and interactive floor/walls are technologies in the developmental stage waiting to redefine the industry as they mature.